The retail industry has been greatly impacted by the COVID-19 pandemic, with physical stores being forced to close. As a result, retailers have had to pivot and adopt innovative strategies to ensure customer experiences are not negatively affected. This report, based on insights from a group of CX experts across Europe and the Americas, explores the key trends in retail, how brands are adapting to these trends, and how some brands have successfully maintained customer satisfaction. The report includes insights from leading retail organizations such as Footlocker, Caterpillar, and Vistaprint, as well as commentary from Infobip, a communications platform for businesses. The focus is on agent experience, growth-enhancing digital transformation initiatives, and how brands are integrating a human touch when delivering automation projects. The experts analyze regional trends in the application of CX initiatives and programs, providing context on how these trends are shaping the future of the retail industry.
